A concept of commitment: alternative views of relational continuity in business service relationships
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 1 December 1995
Abstract
Explores the role of commitment in maintaining relationship bonds even when the level of satisfaction with specific transactions is low. A strong relationship can exist between these professional service providers and their clients even when participants do not feel positive about their interactions. A study of the factors which influence accountant choice and switching behavior shows a great reluctance by clients to alter the existing client/accountant relationship. Accountants′ clients are often unwilling to explore alternative service options even if dissatisfied. A number of different bases of commitment emerge from analysis of both the factors which might lead to a change in accountant and attitudes towards the current provider.
Keywords
Citation
Young, L. and Denize, S. (1995), "A concept of commitment: alternative views of relational continuity in business service relationships", Journal of Business & Industrial Marketing, Vol. 10 No. 5, pp. 22-37. https://doi.org/10.1108/08858629510103879
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited